Customer Support & Healthcare VA with 5+ years of experience in BPO, insurance, and provider support. I specialize in benefits & eligibility, pre-auth coordination, claims status, PCP/provider updates, and member communications across chat, email, and inbound/outbound channels.
What I’ve Delivered
95–98% CSAT across chat/email; AHT reduction by streamlining macros and workflows.
Processed 200–300+ tickets/day during peak with first-contact resolution focus.
Coordinated benefits verification (medical, dental, vision) and pre-authorizations with accurate documentation and HIPAA-aligned handling.
Executed PCP changes, provider directory lookups (FindCare), and member advisements with clear documentation and call notes.
Worked in remote and hybrid setups using Zendesk, Salesforce, Avaya/Genesys, GSuite/MS365, EMR/EHR tools, and CRM platforms.
Tools & Skills
Zendesk, Salesforce, Intercom, Freshdesk, Avaya/Genesys, EMR/EHR, CRM, Google Workspace, Microsoft 365, Slack, ClickUp/Trello, RingCentral, Zoom, Loom; HIPAA-aware, ticket triage, macros, QA documentation, SOPs, Excel trackers.
Healthcare/Insurance Tasks I Handle
Benefits & eligibility • PCP/provider updates • Prior auth coordination • Claims status & EOB guidance • Referrals & network checks • Member onboarding emails • ID cards & address changes • COBRA/Cal-COBRA guidance (non-legal)
Work Setup
Fiber internet (backup mobile data), laptop with webcam and noise-cancelling headset. Comfortable in US time zones and 4-hour part-time shifts.
Value Proposition
I bring accuracy, empathy, and speed—balancing compliance and member experience while hitting KPIs.
